Exam CIS-ITSM topic 1 question 171 discussion

A Publish Workaround For Documenting Knowen error is also another way but it will take some time to approve before publishing. The question is about the quickest way.

I've checked the official ServiceNow documentation, and it confirms that the correct answer is B. Document a Known Error. This process involves creating a Known Error article from a problem, which documents both the root cause and the workaround. This ensures that the quickest known resolution is recorded and can be referenced for future incidents.

The answer is A (then you would do B). Confirmed by two CMAs. "We publish a KB as a workaround for the known issue. Then, we publish the root cause, and known issue with the fix pointing to a future release and the stopgap as the work around."

FYI - The UI action is "Communicate Workaround". So "Publish Workaround" does not exist. Also, the "Known Error Article" contains the "Workaround"... servicenow.read.inkling.com IT Service Management (ITSM) Implementation On Demand Module 6.3 Problem Management Page: Create Known Error Article Answer is B Always follow best practice and dont let the word, "quickest" throw you off.

Is there a publish workaround option? Communicating the workaround does not sound like "documenting" the workaround. I think that quick here refers to a quick temporary fix that does not need to wait for a change. B

A based on the Vancouver edition

I don't see where Communicate Workaround requires a known Root Cause. I think this one is B.

Def B - it's not asking for the quickest way to documet, it;s the quickest knowwn resolution, so that would be to documeent a known error.

A - The "quickest" is Publish Workaround

A is correct.

Publish workaround is the quickest

Correct